Help Desk Sprt Analyst - Assoc

UPMC is hiring a full-time Help Desk Support Analyst- Associate to join their Help Desk IT team. This role offers an opportunity to build a solid foundation in healthcare IT while supporting a large, mission-driven organization. Candidates will gain hands-on experience with UPMC technologies, ticketing processes, phone and chat support, troubleshooting, system interruption procedures, and customer service in a 24/7/365 environment. The position also provides exposure to a broad range of technical issues, structured coaching and feedback, opportunities for continuous learning, and the ability to grow within the IT support field. APPLY NOW!

Work Location: Fully Remote

Work Hours: Monday through Friday, 7:00am to 3:00pm eastern standard time.

Purpose:

Under the direction of management and more senior members of the team, the Help Desk Support Analyst – Associate will provide day-to-day support remotely by telephone and chat, for the UPMC end user. The work shifts are based on a 7/24/365 schedule.

Responsibilities:
 

·         Provide customer support by phone and chat.

·         Troubleshoot and document technical issues.

·         Protect UPMC data and follow interruption procedures.

·         Meet quality, time management, and scorecard expectations.

·         Participate in team development and continuous learning.

·         Communication: Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.

·         Call/Chat Quality Evaluation Acknowledgement/Feedback Application: Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback.

·         System Interruption Response and Handling: Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption.

·         Time Management: Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters.

·         Disaster Recovery Adherence: Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby.

·         Ticket Quality: Document and manage end user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team.

·         Familiarity with modern technology and best support practices through education or practical experience.

·         Prior customer service experience required. Excellent interpersonal, written and communication skills required.

·         Ability to work in a fast-paced environment.

Top 3 Skills Needed:

1. Customer service and communication.

2. Technical troubleshooting and problem solving.

3. Reliability, adaptability, and teamwork.

Preferred:

·         Prior experience in customer service, call centers, help desks, technical support, healthcare support, retail service desks.

·         Candidates who have supported users by phone, chat, or ticketing systems.

·         Candidates who demonstrate reliability, teamwork, coachability, and comfort using knowledge resources to resolve common issues.

·         Current or past UPMC employee or contractor.

Licensure, Certifications, and Clearances:
A+, N+, Security+, HDI, ITIL, or other technical certifications preferred.
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UPMC is an Equal Opportunity Employer/Disability/Veteran